Client Experience Relationship Manager
Cboe · Singapore
Job Description
The Client Experience team is hiring a Relationship Manager to join Cboe Data Vantage’s global Client Experience organization.
As a Relationship Manager, Client Experience, you will own a dedicated book of Data Vantage client accounts — driving retention, expansion, and long-term client success across the market data, index, and options risk and market analytics product lines. You will be the named point of contact for a tiered portfolio of accounts, responsible for the full post-sale relationship: proactive engagement, renewal management, usage monitoring, and surfacing expansion opportunities in close partnership with Sales. This role sits at the intersection of commercial strategy, client relationships, and product intelligence within one of Cboe’s highest-growth businesses.
Responsibilities
- Book of Business Ownership — Serve as the named Relationship Manager for an assigned, tiered portfolio of accounts, ensuring each client has structured coverage appropriate to its size and complexity.
- Retention & Renewals — Own the renewal process across your portfolio, engaging proactively well ahead of contract dates to minimize churn and identify at-risk accounts early.
- Churn & Off-boarding Insights — Follow up with recently off-boarded clients to understand termination reasons, feeding those insights back into retention strategy and product intelligence.
- Usage & Health Monitoring — Track client usage trends across your book, flagging underutilization risk and surfacing expansion signals.
- Client Engagement — Maintain a consistent cadence of client touchpoints, including regular check-ins and quarterly business reviews, tailored to each account’s tier.
- Escalation & Internal Navigation — Act as the client’s advocate on complex issues, coordinating across Product, Technology, Operations, Legal, and Compliance to drive timely resolution.
- Commercial Alignment — Partner closely with Sales to identify and pass qualified expansion leads, ensuring a seamless handoff throughout the client lifecycle.
- Proactive Client Outreach — Stay ahead of new product features and enhancements relevant to each client type, and reach out directly to drive awareness and adoption. Lead or assist in the execution of the communication strategy for enhancements/changes made to products, policies, and fees – understanding the impact by client type.
- Product Intelligence — Serve as a voice of the client into product teams, systematically surfacing feedback, unmet needs, and market signals from day-to-day client interactions — including through client feedback surveys run in partnership with internal teams.
- Client Experience Contribution — Help identify and improve friction points across the client journey — from onboarding and adoption through renewal — and contribute to the team’s broader client-centricity efforts.
- Onboarding – Assist with onboarding new clients across products, including completing order forms and agreements, product training and understanding use cases, and addressing questions around fee
- Operational Excellence — Maintain strong CRM discipline, keep at-risk account status current, follow up on billing delinquencies within your book, and report consistently against key portfolio metrics.
Required Skills/Experience
- Prior experience in an account management, client success, or relationship management role within financial services.
- Experience with index, market data, and/or options products — direct exposure to one or more of these areas is strongly preferred.
- Established contact base and credibility within firms across the financial industry.
- Working understanding of the renewal lifecycle and commercial accountability within a subscription-based or recurring-revenue business.
- Strong executive presence and the ability to engage confidently with senior client stakeholders.
- Ability to manage a diverse, tiered book of business and juggle multiple client priorities and deadlines.
- Strong communication skills, including the ability to communicate to different audiences both verbally and in writing.
Preferred Skills
- BS degree preferred.
- 5-8 years of experience in financial services account management, relationship management, or client success.
- CRM proficiency (Salesforce preferred), with familiarity with Jira and Sigma a plus.
- Familiarity with Cboe products or exchange-related/market data products a plus.
Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.